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Job Title: E-commerce Customer Support Specialist
Location: Remote
Time Zone: US Time Zones (EST–PST)
Role Overview
We are looking for an E-commerce Customer Support Specialist to deliver exceptional customer experiences across digital channels. This role focuses on resolving customer issues, supporting online purchasing journeys, and ensuring smooth post-purchase support while working closely with internal teams.
Key Responsibilities
- Handle customer inquiries related to products, orders, payments, returns, and exchanges
- Provide clear, accurate, and empathetic support via email and chat
- Maintain detailed ticket documentation and customer records
- Collaborate with Operations and Fulfillment teams to resolve issues
- Follow established support processes and quality standards
- Identify opportunities to improve customer experience and support workflows
Required Qualifications
- Experience providing customer support for e-commerce or online retail businesses
- Strong written communication and problem-solving skills
- Prior experience working remotely is mandatory, including fluency with remote collaboration tools such as Slack, Zoom, Google Workspace, Asana (or similar), and experience working with US or UK-based companies; applications without this experience will not be considered
- Ability to manage multiple tickets and priorities effectively
- Customer-first mindset with attention to detail
Preferred Qualifications
- Experience working with international customers
- Familiarity with CRM or helpdesk systems
- Experience contributing to FAQs or help center content
Tools & Technology
- Support Platforms: Zendesk, Gorgias, Freshdesk
- E-commerce Platforms: Shopify or similar
- Collaboration: Slack, Zoom, Google Workspace
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